ICT Officer

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, inhardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.

Program/ Department Summary

The Operations Department is committed to implementing and maintaining the highest standards of efficiency and integrity in the support and services. The IT unit in the Operations department provides the information technology required for the fulfilment of Mercy Corps mission in an efficient and effective manner.

General Position Summary

The ICT Officer under the supervision of the ICT Coordinator and in close coordination with the Regional IT Systems Administrator is responsible to maintain the current IT systems in Mercy Corps Amman-Regional Office and ensure the proper functioning of equipment and network to meet office needs and demands. He / She should ensure team members are well informed / trained on use of IT equipment and networks and its confidentiality clauses.

Essential Job Responsibilities

The specific duties and responsibilities of the ICT Officer include, but are not limited to, the following:

Network and Internet Management

• Oversee and maintain Mercy Corps ICT infrastructure; including Servers (Windows), LAN & Wireless-LAN with (Aruba / Cisco Meraki), Firewall (FortiGate / Cisco Meraki), network appliances, local file Server & shared drive services, workstations, UPS backup systems, Network Printers & Telecommunication systems etc.
• Ensure the security of all systems through firewall, anti-malware, and encryption security for Wireless-LAN.
• Monitor network traffic and coordinate a mitigation process for security incidents that is safe, traceable and accountable. Coordinate with the ICT Coordinator to address serious security incidents or issues that require high-level decisions.
• Manage bandwidth and network traffic shaping rules & group policies. Manipulate and prioritize network traffic to reduce the impact of heavy use cases from affecting other users.
• Undertake the responsibility for smooth functioning of internet services in all offices. Interact with ISP for day-to-day internet issues related to services, connectivity, slow bandwidth, relocation, subscriptions etc.

Server and System Administration

• Mercy Corps Account management – creating & suspending MC login accounts for Mercy Corps employees.
• Okta account Administration (Single Sign On) – Resetting passwords, resetting MFA, deactivating accounts etc.
• Microsoft Intune Administration (MDM) – Managing endpoints via Microsoft Endpoint Manager Admin Center
• Microsoft 365 Administration – Creating Email Distribution List.
• Implement solutions to synchronize Program data from any local file servers to cloud storage (Microsoft or Google) monthly basis.
• Perform administrative tasks on Local file server for data retention and share drives services.
• Implement and maintain solutions to minimize the risk of server and systems from being infected and/or exposed to viruses or other harmful applications.
• Implement and oversee Server backup solutions (disaster recovery). Maintain weekly basis backups of Server data and user data. Ensure backup and archives are made and stored in offsite locations as scheduled.
• Prepare strategies as it pertains to IT infrastructure, hardware, and data assets as part of the organization’s comprehensive contingency and business continuity plans.

Help Desk Support

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware and networking. Respond to queries either in person, over the phone or by email.
• Troubleshoot and solve problems of software, hardware and networking issues for PCs, laptops and printers.
• Oversee repair of computers and IT equipment at local level, when possible-facilitate and advise on best, safest and most economic solutions in consultation with the ICT Coordinator.
• Ensure licensed software is used only and the systems are free from pirated software’s.
• Ensure anti-virus programs are installed and configured according to standard and updated regularly.
• Install computer and networking peripherals for users.
• Write training manuals and train end-users on MS-Office applications, safe computing & best practices, using Google Apps, accessing Mercy Corps online resources etc.
• Oversee selection of IT equipment and accessories required for the smooth functioning of IT system. Advise Procurement and Logistics Department on the purchasing of IT equipment.

Other

• Read and understand the Mercy corps ICT System Policy on appropriate use. Orient staff on appropriate use and monitor use activities to ensure adherence to these policies.
• Ensure responsible use and confidentiality of any information identified as sensitive.
• Support and orient on MC Code of Ethics and uphold Mercy Corps Zero tolerance of corruption policy.
• Maintain proper documentation of all IT equipment including; software licenses, system profiles, warranties and IT stock/accessories.
• Provide technical assistance to the Procurement department to create, edit and update Vendors on Vendor Data Admin (VDA) on ProSource system.

Organizational Learning

• As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Accountability to Beneficiaries

• Mercy Corps team members are expected to support all efforts toward accountability, specifically to our beneficiaries & to international standards guiding international relief & development work, while actively engaging beneficiary communities as equal partners in the design, monitoring & evaluation of our field projects.

Supervisory Responsibility: none.

Accountability:

Reports Directly To: ICT Coordinator

Works Directly With: Program departments, Operational Support departments (HR, Finance, Operations) different hubs / offices.

Knowledge and Experience:

• A minimum of 3 years’ experience in the information and communication technology/system (ICT).
• University degree in related field (IT, computer sciences or similar);
• Skills in troubleshooting hardware, software, LAN & Wireless-LAN problems are essential.
• Proven ability to solve problems independently without direct supervision.
• Exclusive knowledge of internet, proxy, firewall, Linux and windows based servers and applications, Microsoft Office Apps, Gmail, Google Apps, Could base storage etc.
• Knowledge of web designing will be a plus. Excellent writing, communication and interpersonal skills required.
• Excellent verbal communication and interpersonal skills;
• Ability to work independently, with commitment to follow procedures, meet deadlines, deliver quality products, handle numerous tasks simultaneously and work effectively in a team environment;
• Good English (reading, writing and speaking);

Success Factors:

The successful ICT Officer should ensure efficient functioning of IT infrastructure in MC Amman-Regional Office. ICT Officer in close coordination with ICT Coordinator should identify IT needs and suggest solutions. He/she should ensure staffs are trained on use of equipment and internet as per the desired standards set forth by the organization. He/she should have the ability to work simultaneously on multiple tasks. He/she would have a demonstrated ability to lead and communicate effectively with team members of varied work styles and cultures, follow procedures, and meet deadlines with flexibility and creativity in planning and problem solving.

The most successful Mercy Corps staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

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